Methods and systems for information streaming to user interface

ABSTRACT

Methods and systems are disclosed for information streaming to a user interface via a networked contact center. In one example, a system includes communications computer circuitry to receive, at a networked contact center, a request to stream information to a user interface, the user interface being associated with the networked contact center and an agent to be contacted by others. Information streaming circuitry streams the requested information and to open a network connection between the user interface and a server of a networked contact center, and the information streaming circuitry keeps the network connection between the user interface and the server open as a persistent network connection to the user interface. The communications computer circuitry also pushes one or more events to the user interface via the persistent network connection to cause a change in the user interface without further network requests to the server from the user interface.

TECHNICAL FIELD

This application relates generally to methods and systems for managingnetworked contact centers, and more specifically, to informationstreaming to a user interface.

COPYRIGHT NOTICE

A portion of the disclosure of this patent document contains materialthat is subject to copyright protection. The copyright owner has noobjection to the facsimile reproduction by anyone of the patent documentor the patent disclosure, as it appears in the Patent and TrademarkOffice patent files or records, but otherwise reserves all copyrightrights whatsoever. The following notice applies to the software and dataas described below and in the drawings that form a part of thisdocument: Copyright 2008, CONTACTUAL, INC., All Rights Reserved.

BACKGROUND

Traditionally, contact centers are referred to as call centers and aredesigned to enable a company to handle calls from its clients. The callsreceived from clients may be distributed to multiple call agentsaccording to certain call distribution and handling methodologies.Ideally, a call center is designed to handle calls with minimal clientwaiting time, minimal dropped calls, even call distribution to agents,and minimal downtime. Any drastic fluctuations in one or more of thesecriteria may result in loss of business and/or customer dissatisfaction.

Traditional call centers are normally built to be operated on-premiseusing proprietary systems with propriety hardware and software. Theseon-premise call center systems are generally very costly to maintain.The proprietary systems typically require support staff. Furthermore,the systems may be inflexible in the type of applications and hardwarethat can be supported, limiting the company's ability to upgrade andgrow along with any potential increase in demand. Even when upgradeoptions are available, they tend to be very costly and may requirereplacing a current system with another more advanced system, causingfurther stress to the supporting staff, the agents and the clients. Thecall centers may be implemented using client/server architecture.Typically, in client/server HTTP communications, a request to the serverresults in a single response in a one-to-one protocol. When nearlyinstantaneous status update is desired, the approach may be impractical.

BRIEF DESCRIPTION OF DRAWINGS

Some embodiments are illustrated by way of example and not limitation inthe figures of the accompanying drawings in which:

FIG. 1 is a high-level diagrammatic representation of an on-demandcontact center, according to an example embodiment.

FIG. 2 is a further diagrammatic representation of an on-demand contactcenter, according to an example embodiment.

FIG. 3 is a block diagram illustrating a network including a networkedcontact center organized into layers, in accordance with an exampleembodiment.

FIG. 4 is a flow diagram illustrating example actions performed byvarious on-demand contact center components in response to agent orcustomer contact, according to an example embodiment.

FIG. 5 is a block diagram illustrating an information-streaming engine,in accordance with an example embodiment.

FIG. 6 is a diagram illustrating a user interface, in accordance with anexample embodiment.

FIG. 7 is a flow diagram illustrating a high-level method of informationstreaming to a user interface, in accordance with an example embodiment.

FIG. 8 is a flow diagram illustrating a further, more detailed method ofinformation streaming to a user interface, in accordance with an exampleembodiment.

FIG. 9 is a diagrammatic representation of an example machine in theform of a computer system, within which a set of instructions forcausing the machine to perform any one or more of the methodologiesdiscussed herein may be executed.

DETAILED DESCRIPTION

For some example embodiments, methods and systems for informationstreaming to a user interface are described. An example method maycomprise receiving, at a networked contact center, a Hypertext TransferProtocol (HTTP) request to stream information to a user interfaceassociated with a networked contact center. Responsive to receiving therequest, a persistent HTTP connection may be established.

The following detailed description includes references to theaccompanying drawings, which form a part of the detailed description.The drawings show illustrations in accordance with example embodiments.These example embodiments, which are also referred to herein as“examples,” are described in enough detail to enable those skilled inthe art to practice the present subject matter. The embodiments may becombined, other embodiments may be utilized, or structural, logical andelectrical changes may be made without departing from the scope of whatis claimed. The following detailed description is, therefore, not to betaken in a limiting sense, and the scope is defined by the appendedclaims and their equivalents.

In this document, the terms “a” or “an” are used, as is common in patentdocuments, to include one or more than one. In this document, the term“or” is used to refer to a nonexclusive or, such that “A or B” includes“A but not B,” “B but not A,” and “A and B,” unless otherwise indicated.Furthermore, all publications, patents, and patent documents referred toin this document are incorporated by reference herein in their entirety,as though individually incorporated by reference. In the event ofinconsistent usages between this document and those documents soincorporated by reference, the usage in the incorporated reference(s)should be considered supplementary to that of this document; forirreconcilable inconsistencies, the usage in this document controls.

INTRODUCTION

Methods and systems for information streaming to a user interface, insome example embodiments may permit a user interface (e.g., a webbrowser) to receive events initiated on a server and pushed to the userinterface. Typically, in the Hypertext Transfer Protocol (HTTP), arequest/response communications model is utilized to transferinformation between a client and a server. The HTTP client may comprisea web browser manipulated by an end-user. The HTTP client may send arequest to the server and receive a single response. However, thisapproach may be impractical in situations where a nearly instantaneousstatus update is desirable.

For example, in a typical HTTP environment, a web browser may send arequest for information related to an agent periodically (e.g., every 10seconds) and get a response when, for example, the agent becomesavailable. Such approach may be impractical, however, because sendingrepetitious requests to the server consumes considerable bandwidth ofthe connection between the client and the server. Thus, if there are1000 agents and each client application associated with those agentssends a request to the server every 10 seconds, there will be 10,000requests sent every 10 seconds. Additionally, if a request is sent every10 seconds, there is a possibility of a telephone call arriving from acustomer 1 second into the 10-second interval. Even though an agent isavailable to answer the telephone call, the agent would not be aware ofthe telephone call, because the status will not update until 9 secondslater.

Methods and systems for information streaming to a user interface mayutilize an HTTP persistent connection, which permits sending andreceiving multiple HTTP requests/responses via the same connection, asopposed to opening a new connection for every single request/responsepair. Advantages of such persistent connection may include less CPU andmemory usage as well as reduction in network congestions and latency ofsubsequent requests. HTTP communicating may include a technique in whichmultiple HTTP requests are written to a single socket without waitingfor the corresponding responses. The communicating of HTTP requests mayresult in an improvement in page loading times, especially over highlatency connections.

For example, the server may stream events to the browser, which mayinform the client about an incoming telephone call from a customer. Theclient logic may act upon the event to make an icon of the userinterface representing a telephone flash. The information streamed tothe browser may also include a telephone number and the name of thecalling person. In another example, an agent may be interested instatuses of other agents associated with the same tenant. When otheragents become unavailable or are offline, the server may start streamingevent information to the browser of the agent. In another example, abutton blinks as a result of an event being pushed. As already mentionedabove, an event being pushed to a user interface does make the buttonblink. In order for the user interface to display a blinking button, theclient side logic may receive the event first and then acts on theevent.

Methods and systems for information streaming to a user interface, insome example embodiments, may commence by opening an HTTP connection.The connection may be kept open and the server may receive a request tosend events to the browser as they appear. If the HTTP connection timesout or is broken, it may be reestablished some time later (e.g., 0.5seconds). In the meantime, the events may be queued. The events beingstreamed to the browser may include an agent picking up his telephone,an agent changing status, and arrival of a telephone call. When an agentpicks up the telephone, the server may send a new event to the browser,changing the status of the agent.

Networked Contact Center

FIG. 1 is a block diagram showing an example networked contact center100, in accordance with an example embodiment. FIG. 1 is shown toinclude a networked contact center 102 that is communicatively coupledwith networks 104, via transmission media 114. Also communicativelycoupled with the networks 104, via the transmission media 114, aremachines 106-109. One or more of the machines 106-109 may be used bycall agents or call supervisors associated with a company (also referredto as a tenant). One or more of the machines 106-109 may be used bycustomers or potential customers of the company.

The networks 104 may be used to communicatively couple the networkedcontact center 102 with the machines 106-109. In an example embodiment,networks 104 include the Internet and a public switched telephonenetwork (PSTN). Other types of networks may be included within thenetworks 104 without departing from the claimed subject matter. Thetransmission media 114 may include any transmission media appropriatefor supporting the networks 104. In an example embodiment, thetransmission media 114 may include one or more of optical fiber, twistedpairs and wireless media. Other transmission media not described mayalso be used.

Contact made between the networked contact center 102 and the variousmachines 106-109 may include various modes of communications (e.g.,electronic communications) that may be digitally encoded, composed ofanalog signals and/or include a combination of digital and analogcommunication. Some example types of contact may include communicationsmade via Voice Over Internet Protocol (VOIP), analog telephone, onlinechat, text messaging, electronic mail (email), video conferencing,screen sharing, web conferencing and file sharing, radio broadcast, etc.It is to be appreciated that example forms of communication are providedherein to illustrate types of contact and not to limit the meaning ofcontact to certain forms of communication.

The networked contact center 102 may perform various contact relatedtasks (described in more detail below), on behalf of one or moretenants. The networked contact center 102 may be implemented insoftware, hardware or a combination of both software and hardware. Thenetworked contact center 102 may comprise contact center machines (notshown) that execute instructions to perform the various contact relatedtasks (e.g., call distribution, call routing, call prioritizing, calltransferring, etc.). One or more of the contact center machines mayinclude interface hardware to communicate with the machines 106-109 viathe transmission media 114 and the networks 104. It may be noted thatthe number of customers, agents or supervisors (and e.g., machines usedby the customers, agent and supervisors) that communicate with thenetworked contact center 102 may be significantly increased when thenumber of tenants supported by the networked contact center 102 alsoincreases. One or more of the contact center machines may be responsiblefor storing data associated with the one or more tenants. The data mayinclude, for example, tenant-specific call configuration, agents'identification, supervisors' identification, call recordings, callstatistics, etc. For some example embodiments, there may be multipleinstances of the same data that may be used as backup and for recoverypurposes.

Tenant

A tenant is an entity (e.g., a company, an employer, etc.) that seeks toaddress contact made by other entities (e.g., customers, employees,associates, etc.) with which the tenant has a relationship. To helprespond to such contact, an example tenant may use the networked contactcenter 102 to receive the contact, organize the contact, allocate thecontact, transmit the contact, and to perform other contact centerrelated services for the benefit of the tenant. In addition to using thenetworked contact center 102, a tenant may look to yet further entities(e.g., agents, consultants, business partners, etc.) to help address thevarious contacts referred to above (e.g., contact from the customers,associates, etc.).

Entities such as, for example, agents and customers may transmit and/orreceive communications using the machines 106-109. The machines 106-109may include interface hardware (not shown) and software to transmitand/or receive communications via the transmission media 114 to and/orfrom the networks 104 and the networked contact center 102. It is to benoted that the machines 106-109 may represent different types ofmachines (e.g., personal computers (PCs), mobile devices, telephones orany other network device). In an example embodiment, an entityassociated with the machine 106 is a tenant's agent and a differententity associated with the machine 108 is the tenant's customer. Invarious example embodiments, on behalf of the tenant, the agent usingthe machine 106 may communicate via the networks 104 and the networkedcontact center 102 with the customer that is using the machine 108.

Contact Center Functional Modules

FIG. 2 is a block diagram illustrating a network 200, in accordance withan example embodiment. The network 200 is shown to include an examplenetworked contact center 202 communicatively coupled with agent machines206, 207 and customer machines 208-211 via the transmission media 214 ofthe Internet 204. The example networked contact center 202 is furthercommunicatively coupled with customer machines 212 and 213 via thetransmission media 215 of the PSTN 205.

Although the current example may illustrate customers and agentsassociated with one tenant, it is to be understood that the networkedcontact center 202 may be configured to support or host multiple tenants(and therefore may also be referred to as a hosted networked contactcenter or just a hosted contact center). For some example embodiments,the tenants may not need to install any call-distribution systemon-premise. To host these multiple tenants, the networked contact center202 may include multiple platforms and databases to store configurationsspecific to each tenant. The networked contact center 202 may alsoimplement backup and recovery schemes to reduce system down time.

FIG. 3 is a block diagram illustrating a further network 300 includingnetworked contact center 302 organized into layers, in accordance withan example embodiment. The networked contact center 302 may besubstantially similar to the networked contact center 202 of FIG. 2 .The networked contact centers 202, 302 may be organized into multiplelogical groups or layers. There may be a storage layer 304, a platformlayer 306 and a telephony layer 308. For some example embodiments, thetelephony layer 308 may be responsible for receiving calls that comeinto the networked contact centers 202, 302. Depending on the dialednumber associated with the call, the telephony layer 308 distributes thecall to an appropriate platform in the platform layer 306. For someexample embodiments, each platform in the platform layer 306 may beassociated with one or more machines (also referred to as platformmachines). Each platform server may support one or more tenants. Forsome example embodiments, each tenant may be associated with two or moreplatforms. A first platform may be used as a primary platform, and asecond platform may be used as a backup platform. Incoming callsdistributed to a tenant may always be directed to the primary platformunless the tenant is reconfigured to direct the incoming calls to thebackup platform. For some example embodiments, the backup platform isoperational while the primary platform is operational even when allcalls are being processed by the primary platform. This may be valuablewhen there are problems with the primary platform, since switching theoperations to the backup platform may not cause too much delay in thecall handlings associated with the tenant.

For some example embodiments, the multiple platforms in the platformlayer 306 may share the same data in the storage layer 304. The storagelayer 304 may be associated with databases and associated databasemachines. The storage layer 304 may itself be partitioned into multipleimages for backup and recovery and for efficient access. For someexample embodiments, mapping may be used to relate a tenant on aparticular platform to the tenant's data in the storage layer 304.

Thus, the networked contact center 302 may include logic to receivecalls, to determine to which of the multiple supported tenants the callsbelong, to distribute the calls to the right platform, and to determinewhere the data associated with the tenant may be found.

Using the organization described above, the networked contact center 102may be easily upgraded and maintained with little or minimal impact tothe tenant. For example, a tenant may be operating with a backupplatform while the primary platform is upgraded from one software levelto another software level. Once the upgrade is completed, operations maybe switched back to the primary platform. Similarly, because both theprimary platform and the backup platform share the same data in thestorage layer 304, switching from the backup platform to the primaryplatform can be accomplished with minimal impact to the tenant andsystem availability. It may be noted that some calls may be affectedduring the switch; however, as is typical with telephone calls, thecustomers may re-dial or call the tenant again. It may be likely thatthe re-dialed calls may be received by the networked contact center 102after the switch is complete.

Referring again to FIG. 2 , platform machines 224-226 may becommunicatively coupled with an extraction module 232 via communicationchannels 227-229, respectively, and communication channel 230. Platformmachines 224-226 are further communicatively coupled to contactmachine(s) 258 via communication channel 264. The contact machine(s) 258are communicatively coupled with the routing databases 268 via thecommunication channel 266.

Platform management machine(s) 244 are shown to be communicativelycoupled with configuration data location databases 252 via communicationchannel 250, with tenant location database 247 via communication channel249, and with contact and platform machine(s) 258 and 224-226,respectively, via the communication channels 256 and 264. The platformmanagement machine(s) 244 are further shown to be communicativelycoupled with the configuration module 236 via communication channel 242,while the configuration module 236 is communicatively coupled with theextraction module 232 and the configuration data databases 240 viacommunication channels 234 and 238, respectively. The machines andmodules of FIG. 2 are to be described in further detail with respect toFIG. 4 , which follows.

Flow Diagram

FIG. 4 is a flow diagram 400 showing example actions performed byvarious components of a networked contact center for responding to agentor customer contact, in accordance with an example embodiment. In FIG. 4, each column represents a lane in which action(s) are carried out.Actions in lanes 404, 406, 408 and 410 may be performed by certainmachines and/or modules shown in FIG. 2 . It may be noted that a modulemay represent software, hardware and/or a combination of software andhardware used to implement logical constructions and/or to processinstructions. Although shown in separate lanes, one module may beincluded in, or composed of, one or more of the other modules.

The flow diagram 400 may begin at block 412 with an agent or customersubmitting an indicator associated with a tenant along with aninitiation of communication. In FIG. 2 , the customer machine 212 isshown to include a telephonic interface 219 (e.g., a telephone with ahandset). In an example embodiment, a customer seeking customer supportfrom a tenant dials a tenant's phone number on a telephone to place acall (e.g., initiation of communication) to the networked contact centerover the PSTN. In an example embodiment, the telephone number itselfserves as an indicator of the tenant whose attention is sought by thecustomer.

The customer machine 208 is shown to include a network interface 203(e.g., a web browser) with which a customer may, for example, submit achat request to the networked contact center 202 over the Internet toreceive, for example, technical support from a tenant. An agent of thetenant or a contact supervisor may also contact the tenant. In anexample embodiment, an agent using the agent machine 206 uses thenetwork interface 201 to log on to an agent network server hosted by thenetworked contact center 202 to notify the networked contact center 202that the agent is available to be contacted by customers. In someexample embodiments, the agent may use the voice interface 217 to speakwith a customer or another agent.

In various example embodiments, the indicator submitted at block 412 isreceived by the contact machines(s) 258. In FIG. 2 , the contactmachine(s) 258 are shown to include a routing module 262 and a contactlimiting module 260. The routing module 262 may route contacts to acertain platform depending on the tenant indicated by the indicator(e.g., a phone number, username/password or any other indicatordesignating a tenant). The example contact limiting module 260 mayregulate incoming contact with the networked contact center 202.

At block 414, the routing module 262 within the contact machines 258 ofFIG. 2 may determine a platform upon which the tenant is supported basedon the indicator received from the agent or customer at block 412. In anexample embodiment, in FIG. 2 , the routing module 262 accesses therouting databases 268 via communication channel 266 to associate anindicator with a tenant and a platform. In some example embodiments, thecontact machine(s) 258 submit a request, via the communication channel256 to the platform management machine(s) 244 to determine a platformassociated with the indicator (e.g., and a tenant corresponding to theindicator).

At decision block 416, the example flow diagram 400 includes the examplecontact limiting module 260 within the contact machines 258 of FIG. 2determining whether to allow the initiation of communication (e.g., atelephone call from a customer) to be routed to a platform (e.g., theplatform machine(s) 224).

The contact limiting module's 260 determination of whether to allow theinitiation of communication may include referencing a current allowanceof contact or communication (e.g., a bucket value, described in moredetail below) to be received by a particular communication layer orplatform (e.g., within the platform machines 224) in a fixed period oftime. In some example embodiments, each platform may vary a maximumallowance of contact for a period of time or vary the period of timebased on an availability of platform resources. In some exampleembodiments, when contact directed to a platform is received by thecontact machines 258 and the current allowance is less than or equal tozero, the contact limiting module 260 may reject initiation of thecommunication as shown in block 417 of FIG. 4 . When the contactdirected to the platform is received by the contact machines 258 and thecurrent allowance is greater than or equal to one, the contact limitingmodule 260 may allow the initiation of communication to be routed to theplatform as shown between blocks 416 and 418 of FIG. 4 .

Alternatively or additionally, determination of whether to allow theinitiation of communication may be made by a platform at block 418 afterthe contact limiting module has allowed the initiation of communicationto be routed to the platform at block 416. In various exampleembodiments, a platform may reject the initiation of communication basedon availability of platform resources or other conditions warranting arejection. Such a rejection is represented by block 417.

In an example embodiment, in FIG. 2 , a platform may allow theinitiation of communication from the contact machines(s) 258. Exampleresource module(s) 270 located on the platform machine 224 and locatedon the other platform machines 225-226, may include various modules thatprovide services for multiple tenants. Example resource module(s) 270may include interaction routers, interactive voice recordings,scripting, agent network server, media control and other contact centerrelated services, etc.

In an example embodiment, the initiation of communication is a voicecall from a customer seeking help with installing a water heater; thetenant is in the business of providing technical support forrefrigerator installations and water heater installations. The tenantemploys some agents who address questions about refrigeratorinstallations while the tenant's other agents address questions aboutwater heater installations.

At block 418, the flow diagram 400 includes the resource module(s) 270of FIG. 2 allowing the initiation of communication and generating arequest for data associated with a tenant, based on the initiation ofcommunication. In the appliance installation example, the resourcemodule(s) 270 request tenant data to be used to teleprompt the customer,prompting the customer to press 1 on their telephone dial forrefrigerator installation support or to press 2 for water heaterinstallation support.

Example platform machine(s) 224, 225 and 226 may initially request thedata associated with the tenant from the extraction module 232 and theconfiguration module 236. In an example embodiment, to locate data fordata access, the resource module(s) 270 may use a different addressingsystem than the configuration module 236 uses to locate and access thesame data. In some example embodiments, the extraction module 232translates requests from the platform machine(s) 224, 225, 226 to allowthe configuration module 236 to understand the request. Theconfiguration module 236 may access the requested data in theconfiguration data databases 240 and relay the requested data to theresource module(s) 270 on a set of platform machine(s) (e.g., platformmachine(s) 224) via the extraction module 232.

The configuration module 236 may not initially locate the requested datain the configuration data databases 240. In some example embodiments,the configuration module 236 may request the location of the requesteddata from the data location module 246 that may be located within theplatform management machine(s) 244.

At block 420, the flow 400 may include the data location module 246providing the location of the requested data (e.g., the location withinthe configuration data databases 240) to the configuration module 236.The configuration module 236 may then access the requested data toprovide it to the resource module(s) 270 via the extraction module 232.

At block 422 of the flow 400, the example resource module(s) 270 receiveaccess to the requested data (e.g. tenant data). With access to theparticular tenant data, an example resource module 270 may generate aparticular response to the initiation of communication received from theagent or customer.

At block 424 of the flow 400, the resource module(s) 270 respond to theinitiation of the communication based on the data (e.g., the tenantdata). The agent or customer that initiated communication may receivethe response where the flow ends at terminal 426. In the applianceinstallation support example, the response to the initiation at terminal426 may be the tenant's teleprompter asking the customer to indicate thenature of the call.

Module Diagram

FIG. 5 is a block diagram illustrating a system for informationstreaming to a user interface 500 in accordance with an exampleembodiment. The example system for information streaming to a userinterface 500 is shown to include example components that may beconfigured to perform various operations facilitating informationstreaming to a user interface. In some example embodiments, system forinformation streaming to a user interface 500 may include acommunication module 502 and an information streaming module 504, whichin turn includes a connection initiating module 506 and a queuing module508.

The communication module 502 may be configured to receive a request tostream information to a user interface. The user interface may beassociated with a networked contact center. The user interface mayinclude Graphical User Interface (GUI), described in more detail belowwith reference to FIG. 6 . The communication module 502 may receive arequest to stream the information to the user interface. For example,the communication module 502 may receive a request to provide atelephone number and a name of a calling person via the persistentconnection established between the server and the user interface. Thepersistent connection may time out after a predetermined period of time,and the communication module 502 may queue events until the persistentconnection is reestablished.

The communication module 502 may be configured to receive informationrelated to events associated with the networked contact center. Forexample, the communication module 502 may receive events indicating thatan agent becomes available, a telephone call arrives, a status of anagent changes, or an agent picks up a telephone. Theconnection-initiating module 506 may be configured to establish apersistent connection to the user interface. The persistent connectionto the user interface may be facilitated by Hypertext Transfer Protocol(HTTP). The queuing module 508 may be configured to queue events whenthe persistent connection times out or otherwise becomes unavailable.Various operations performed by the information-streaming engine 500,according to an example embodiment, are described by a way of examplewith reference to FIG. 7 and FIG. 8 .

FIG. 6 is a diagram illustrating a user interface 600, in accordancewith an example embodiment. A GUI is a type of user interface, which maypermit users to interact with electronic devices like computers,hand-held devices (personal digital assistants (PDAs), MP3 players,portable media players, gaming devices, etc.), household appliances andoffice equipment. As opposed to traditional interfaces, a GUI presentsgraphical icons, visual indicators or special graphical elements called“widgets”. Often the icons are used in conjunction with text, labels ortext navigation to fully represent the information and actions availableto a user. Instead of offering only text menus, or requiring typedcommands, the actions are usually performed through direct manipulationof the graphical elements. In FIG. 6 , a button 602, titled “rejectcall” is shown enabled. When enabled, the button 602 permits an agent toreject an incoming call. The agent may become aware of the incoming callwhen the button 602 starts blinking. Blinking of the button 602 is anexample of an event being pushed from the server to the interface 600.However, an event being pushed to a user interface does make the buttonblink. In order for the user interface to display a blinking button, aclient side logic (not shown) may receive and the event and then act onthe event.

FIG. 7 is a flow diagram illustrating a high-level method 700 ofinformation streaming to a user interface, in accordance with an exampleembodiment. The method 700 may be performed by processing logic (e.g.dedicated logic, programmable logic, microcode, etc.) that may comprisehardware, software (such as that run on a general-purpose computersystem or a dedicated machine), or a combination of both. In one exampleembodiment, the method 700 may be performed by the various modulesdiscussed above with reference to FIG. 5 . Each of these modules maycomprise processing logic.

As shown in FIG. 7 , the method 700 may commence at operation 702 withthe communication module 502 receiving a request to stream informationto the user interface. The request may specify that the server may pushcertain types of events (e.g., a new chat) on arrival. At operation 704,the communication module 502 may establish a persistent connection tothe user interface. As already mentioned above, HTTP persistentconnections may be utilized for this purpose. At operation 706, thecommunication module 502 may receive information including eventsassociated with the networked contact center. For example, theinformation may include an event indicating an incoming call from acustomer. At operation 708, the communication module 502 may send theevents received at operation 706 to the user interface via thepersistent connection established at operation 704. No further requestsfrom the user interface are necessary.

FIG. 8 is a flow diagram illustrating a further, more detailed method800 of information streaming to a user interface, in accordance with anexample embodiment. The method 800 may be performed by processing logic(e.g., dedicated logic, programmable logic, microcode, etc.) that maycomprise hardware, software (such as that run on a general-purposecomputer system or a dedicated machine), or a combination of both. Inone example embodiment, the method 800 may be performed by the variousmodules discussed above with reference to FIG. 5 . Each of these modulesmay comprise processing logic.

As shown in FIG. 8 , the method 800 may commence at operation 802 withthe communication module 502 receiving a request to stream informationto the web browser. The operation is substantially similar to operation702 described with reference to FIG. 7 . At operation 804, theconnection-initiating module 506 may establish a persistent connectionto the user interface via HTTP. HTTP is a communications protocol forthe transfer of information on the World Wide Web. HTTP is arequest/response standard between a client and a server. The client mayinclude the user interface 600 described with reference to FIG. 6 above.A user may make an HTTP request using a user interface. The respondingserver may store or creates resources such as HTML files and images. AnHTTP client may initiate a request to an HTTP server. In response, theHTTP server may send a response.

The methods and systems for information streaming to user interface mayutilize persistent HTTP connections. Persistent HTTP connections permitreusing the same connection to send and receive multiple HTTPrequests/responses, as opposed to opening a new connection for everysingle request/response pair. This approach permits less CPU and memoryusage (because fewer connections are open simultaneously) and enablescommunicating of HTTP requests and responses. The approach may alsoresult in reduced network congestion (fewer TCP connections), reducedlatency in subsequent requests (no handshaking), and errors beingreported without the penalty of closing the TCP connection

In some example embodiments, communicating of HTTP requests may beutilized to write out multiple HTTP requests to a single socket withoutwaiting for the corresponding responses. Communicating of requests mayresult in an improvement in page loading times, especially over highlatency connections.

At operation 806, the communication module 502 may receive informationincluding events associated with the networked contact center, and atoperation 808, the communication module 502 may start communicatingevents to the web browser to effect changes to the web browser. In aconventional client/server environment, all actions are instigated fromthe user interface. A user must click on something or do some otheraction. This results in a message being sent to the server, and mayresult in a response from the server. The methods and systems forinformation streaming to a user interface permit the server to streamevents to the user interface without any action being taken on the userinterface side of the transaction.

For example, a telephone call may arrive and the server would like tosend the event to the browser on the agent's machine. The method 800permits streaming the event to the browser and to cause an iconrepresenting a little telephone to flash, and to show information aboutthe call. The information may include a telephone number and the name ofthe calling person. In another example, an agent may be looking at thelist of all agents who are associated with a certain tenant and arecurrently available to receive communications. In yet another example,when an agent goes offline, the server may pick up the event and streamit to the user interface of other agents to inform them that the agentis no longer available to answer calls.

Typically, a web browser sends a request for information (e.g., every 10seconds) and gets a response if the status has changed. Sendingrepetitive requests to the server may consume a lot of bandwidth.Instead of having one HTTP request and one response, the HTTP connectionis kept open. This permits receiving a string of responses as they aregenerated, instead of just one response per session. The connection mayhave a timer that may enable closing the connection after a certainpredetermined time. The connection is kept open and the server mayreceive a request to send events to the user interface as they appear.If the connection times out or is somehow broken, it may bereestablished some time later (e.g., 0.5 seconds). In the meantime,events may be queued. The events being sent to the browser may include,among others, an agent picking up the phone, an agent changing status,and arrival of a call. For example, when an agent picks up the phone,the server may send a new event to the browser, changing the status. Theconnection may time out or otherwise become broken. Once the connectionis reestablished, the events that were queued while the connection wasbroken may be pushed to the user interface. Thus, at decision block 810,the information streaming module 504 may determine whether theconnection is interrupted, and at operation 812, the queuing module 508may start queuing events to the user interface.

System Diagram

FIG. 9 shows a diagrammatic representation of a machine in the exampleform of a computer system 900, within which a set of instructions forcausing the machine to perform any one or more of the methodologiesdiscussed herein may be executed. In alternative embodiments, themachine operates as a standalone device or may be connected (e.g.,networked) to other machines. In a networked deployment, the machine mayoperate in the capacity of a server or a client machine in aserver-client network environment, or as a peer machine in apeer-to-peer (or distributed) network environment. The machine may be aserver computer, a client computer, a PC, a tablet PC, a set-top box(STB), a Personal Digital Assistant (PDA), a cellular telephone, a webappliance, a network router, switch or bridge, or any machine capable ofexecuting a set of instructions (sequential or otherwise) that specifyactions to be taken by that machine. Further, while only a singlemachine is illustrated, the term “machine” shall also be taken toinclude any collection of machines that individually or jointly executea set (or multiple sets) of instructions to perform any one or more ofthe methodologies discussed herein.

The example computer system 900 includes a processor 904 (e.g., acentral processing unit (CPU), a graphics processing unit (GPU) orboth), a main memory 910, and a static memory 914, which communicatewith each other via a bus 908. The computer system 900 may furtherinclude a video display unit 902 (e.g., liquid crystals display (LCD) ora cathode ray tube (CRT)). The computer system 900 also includes analpha-numeric input device 912 (e.g., a keyboard), a cursor controldevice 916 (e.g., a mouse), a disk drive unit 920, a signal generationdevice 940 (e.g., a speaker), and a network interface device 918

The disk drive unit 920 includes a machine-readable medium 922 on whichis stored one or more sets of instructions 924 (e.g., software)embodying any one or more of the methodologies or functions describedherein. The instructions 924 may also reside, completely or at leastpartially, within the main memory 910, within the static memory 914,and/or within the processor 904 during execution thereof by the computersystem 900, the main memory 910 and the processor 904 also constitutingmachine-readable media.

The instructions 924 may further be transmitted or received over anetwork 930 via the network interface device 918.

While the machine-readable medium 922 is shown in an example embodimentto be a single medium, the term “machine-readable medium” should betaken to include a single medium or multiple media (e.g., a centralizedor distributed database, and/or associated caches and servers) thatstore the one or more sets of instructions. The term “machine-readablemedium” shall also be taken to include any medium that is capable ofstoring, encoding or carrying a set of instructions for execution by themachine and that cause the machine to perform any one or more of themethodologies of the present subject matter. The term “machine-readablemedium” shall accordingly be taken to include, but not be limited to,solid-state memories, optical and magnetic media, and carrier wavesignals.

The above description is intended to be illustrative and notrestrictive. For example, the above-described embodiments (or one ormore aspects thereof) may be used in combination with each other. Otherembodiments will be apparent to those of skill in the art upon reviewingthe above description. The scope of the claims should, therefore bedetermined with reference to the appended claims, along with the fullscope of equivalents to which such claims are entitled. In the appendedclaims, the terms “including” and “in which” are used as theplain-English equivalents of the respective terms “comprising” and“wherein.” Also, in the following claims, the terms “including” and“comprising” are open-ended; a system, device, article, or process thatincludes elements in addition to those listed after such a term in aclaim are still deemed to fall within the scope of that claim. Moreover,in the following claims, the terms “first,” “second,” and “third,” etc.are used merely as labels and are not intended to impose numericalrequirements on their objects.

The Abstract is provided to comply with 37 C.F.R. § 1.72(b), whichrequires that it allow the reader to quickly ascertain the nature of thetechnical disclosure. It is submitted with the understanding that itwill not be used to interpret or limit the scope or meaning of theclaims. In addition, in the above Detailed Description, various featuresmay be grouped together to streamline the disclosure. This should not beinterpreted as intending that an unclaimed disclosed feature isessential to any claim. Rather, inventive subject matter may lie in lessthan all features of a particular disclosed embodiment. Thus, thefollowing claims are hereby incorporated into the Detailed Description,with each claim standing on its own as a separate embodiment.

What is claimed is:
 1. A method involving information streaming to auser device including a circuit-based data-communications userinterface, the method comprising: in response to a network connectionbeing established or opened between the user interface and a server of anetworked contact center; receiving, at the networked contact center, arequest to stream information to the user interface; keeping the networkconnection between the user interface and the server of the networkedcontact center open as a persistent network connection to the userinterface; receiving the information, the information including one ormore events associated with the networked contact center; and pushingthe one or more events to the user interface via the persistent networkconnection, the one or more events resulting in a change in the userinterface, wherein the change in the user interface enables an agent toperform direct manipulation of a graphical element provided by the userinterface with capability to reject a communication from a particularcustomer without requiring further network action from the userinterface.
 2. The method of claim 1, wherein the user interface is a webbrowser that displays a visual indicator of an incoming call from aparticular caller.
 3. The method of claim 1, wherein keeping thepersistent network connection to the user interface includescommunication of the request, and wherein opening the request is inresponse to receiving, at the networked contact center and from the userinterface, a notification that the agent is available to be contacted bycustomers.
 4. The method of claim 1, wherein the receiving of theinformation includes receiving an indication of a status of an agentchange.
 5. The method of claim 4, further including, in response toreceiving the request to stream information, identifying platformcircuitry of a plurality of different platform circuitries which isassociated with the request to stream information, the networked contactcenter including the plurality of different platform circuitries fordistributing calls associated with a plurality of tenants.
 6. The methodof claim 5, further including identifying the user interface of theplatform circuitry.
 7. The method of claim 4, further including flashinga telephone icon to indicate an incoming call from a customer.
 8. Themethod of claim 1, wherein pushing the one or more events via thepersistent network connection includes sending a telephone number and aname of a calling person.
 9. The method of claim 1, further comprisingtiming out the persistent network connection, and queuing further eventswhile the persistent network connection is timed out.
 10. A system forinformation streaming to a user interface, the system comprising:communications computer circuitry to receive, at a networked contactcenter, a request to stream information to a user interface, the userinterface being associated with the networked contact center and anagent to be contacted by others; information streaming circuitry tostream the requested information and to open a network connectionbetween the user interface and a server of the networked contact center;the information streaming circuitry further to keep the networkconnection between the user interface and the server of the networkedcontact center open as a persistent network connection to the userinterface and to receive the information, the information including oneor more events associated with the networked contact center; and toterminate the persistent network connection after a predetermined periodof time; and wherein the communications computer circuitry is to pushthe one or more events to the user interface via the persistent networkconnection to cause a change in the user interface without furthernetwork requests to the server from the user interface.
 11. The systemof claim 10, further including a web browser to send a request to streamthe information to the communications computer circuitry, wherein thechange in the user interface enables an agent-selectable rejectionbutton, by way of an icon provided by the user interface, to be usedwithout further network action from the user interface.
 12. The systemof claim 10, wherein the information streaming circuitry is to establishthe persistent network connection to the user interface, and to receivean indication of one or more of the following events: an agent becomesavailable, a telephone call arrives, a status of an agent changes, andan agent picks up a telephone.
 13. The system of claim 10, wherein theuser interface includes a flashing icon of a telephone to indicate anincoming call from a customer.
 14. The system of claim 10, wherein thecommunications computer circuitry is to send a telephone number and aname of a calling person via the persistent network connection.
 15. Thesystem of claim 10, wherein the information streaming circuitry is toreceive an indication of an agent becoming available.
 16. The system ofclaim 10, wherein the information streaming circuitry is to receive anindication of a telephone call arriving.
 17. The system of claim 10,wherein the information streaming circuitry is to receive an indicationof a status of an agent changing.
 18. The system of claim 10, whereinthe information streaming circuitry is to receive an indication that anagent has picked up a telephone.
 19. A non-transitory machine-readablemedium including instructions which, when executed by a computingprocessor circuit, causes step to be carried out according to a methodinvolving information streaming to a user device including acircuit-based data-communications user interface, the method comprising:in response to a network connection being established or opened betweenthe user interface and a server of a networked contact center;receiving, at the networked contact center, a request to streaminformation to the user interface; keeping the network connectionbetween the user interface and the server of the networked contactcenter open as a persistent network connection to the user interface;receiving the information, the information including one or more eventsassociated with the networked contact center; and pushing the one ormore events to the user interface via the persistent network connection,the one or more events resulting in a change in the user interface,wherein the change in the user interface enables an agent to performdirect manipulation of a graphical element provided by the userinterface with capability to reject a communication from a particularcustomer without requiring further network action from the userinterface.
 20. The non-transitory machine-readable medium of claim 19,wherein the receiving of the information includes receiving anindication of a status of an agent change.